Template corporate 2015 operations

THE BEST CONTACT CENTER INDONESIA 2015

INSTRUCTION

• This template should be used Only for The Best Operations

category.

• Template can be modified, subject to your company

template or regulation.

• Please do not change the sequence of content to avoid

misunderstanding of evaluators.

• All information and data that presented have to be in period

of Jan to Dec 2013 or April 2013 to March 2014.

• Estimated time to present, include Question and Answer is 45

minutes per categories.

COMPANY NAME

contact center brand

LOGO & BRANDING

Please provide logo including philosophy of

logo and the rule of usage in internal or

external communication.


1.1 VISION / MISSION

• Please provide your company vision and mission or to be

specific to contact center vision and mission


1.2 OBJECTIVE OF CONTACT CENTER

• Please provide key objectives of contact center.

• Please provide indicators to measure the objective.


1.3 CHALLENGES & CHANGES

• Please describe key change factors that impact on contact

center services or activities and indicate potential risk that

impact on contact center services in-term of continuity of

service, financial, reputation, workload and operation.

• Please describe about Business Continuity or Disaster

Recovery Plan to anticipate change factors that potential

impact on discontinuity of services.


2.1 TYPE OF CUSTOMER

• Please provide number of customer of the company compare

to the number of customer of contact center based on type

of customer or segment that required services from contact

center.

Segment Total Customers Contact Center Services %

TOTAL


2.2 SERVICE MEDIA / CHANNELS

• Please provide the number of services per day or per month

per channel.

CHANNELS AVG. DAILY SERVICES %

CALLS

IVR

EMAIL

FAX

SMS/CHAT

FACEBOOK/TWITTER

VIDEO

TOTAL


2.3 TYPE OF SERVICES

• Please provide lists of services that contact center provide,

with majority of top 5 to 10 services.

TYPE OF SERVICES AVG. MONTHLY SERVICES %

TOTAL


3.1 SERVICE MANAGEMENT

• Please describe key initiative to improve service delivery

within contact center operation, include creativity to achieve

Service Level, First Contact Resolution and Customer

Satisfaction.


3.2 FORECASTING & SCHEDULING

• Please provide forecasting and scheduling methodology to

make sure enough resources and the effectiveness to deliver

service.

• Provide number of working shift, achievement of forecasting

accuracy, occupancy rate and adherent to schedule.


3.3 QUALITY MANAGEMENT

• Please describe quality improvement and quality

management methodology to achieve high quality of

services.

• Please provide lists of compliance that implemented in

contact center, including ISO certification, electronics

transaction security and any regulation that related to the

product or services in contact center.


4.1 ORGANIZATION STRUCTURE

• Please provide an organisational chart of your contact centre.

• Please provide the ratio of team leader to agent, the ratio of

quality assurance to agent, ratio of desk control to agent,

ratio supervisor to team leader and ratio manager to

supervisor.


4.2 JOB GRADE & CAREER PATH

• Please provide job grade, remuneration (includes benefits)

and career path for employee in contact center.


5.1 TECHNOLOGY ARCHITECTURE

• Please provide architecture and the framework of technology

that utilized in contact center.

• Please provide lists of technology and capacity, including

number of trunk line, number of seat per group of services.


5.2 APPLICATION

• Please provide key application that utilized by agents to

perform their services.

• Please provide key application that utilized by management

to monitor performance of contact center, monitor quality of

service, monitor attendant and availability of agent and

reporting business performance.


6.1 OPERATIONAL PERFORMANCE

• Please provide lists of key performance indicators and

achievement within 1 year period. At least consists of Service

Level, Abandon Rate, First Contact Resolution, Quality Score

KPI Target Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar

Service Level


6.2 COST STRUCTURE

• Please provide in percentage structure of your contact center

costs and please provide your costs per call or cost per agent

or cost per seat or others method to measure cost efficiency.

TYPE OF SERVICES AVG. MONTHLY COSTS %

Cost of Labor

TOTAL


6.3 CUSTOMER SATISFACTION INDEX

• Please provide method to measure customer satisfaction and

the result of customer satisfaction index with 1 year.


7.1 ACHIEVEMENT

• Please provide lists of your contact center award and

achievement that awarded by external party.


8.1 INFRASTRUCTURE

• Please provide all the rooms that provide within contact

center to support services and support the activities of

employee.

• Please explain how do you manage the availability of the

space with green environment infrastructure.

• Please provide working environment to support employee to

deliver the services, including ventilation, air conditioning,

lighting, noise level, cleanliness, availability of toilets.

• Please provide information on healthy and safety procedure

and communication to all employee of contact center.

• Please include related picture or video (if any).

THANK YOU

The Best Contact Center Indonesia 2015